Are you…

  • Avoiding conversations you know you ought to have?
  • Wishing you could be more assertive and in control?
  • Losing patience with certain people or personality types?
  • Having problems giving negative feedback?
  • Feeling anxious before a difficult conversation?
  • Thinking of what you “should have” said after the conversation is over?
  • Wishing you had managed a conversation or an individual differently?
  • Having trouble managing emotional customers, colleagues or employees?
  • Feeling that you could improve your communication skills and become a stronger communicator?

At the Dealing With Difficult People Workshop you will learn techniques and strategies that will allow you to handle difficult conversations and difficult people with skill and confidence. You will be engaged in practical and interactive exercises that will change the way you see and respond to difficult people and difficult situations. You will be given opportunities to practise learned skills in a variety of contexts so that the skills can become second nature. You will have the opportunity to complete the Myers-Briggs Type Indicator-Step II and receive a personal 18 page report containing valuable insights into your personality type and the personality types of others. You will be given an opportunity to practice a particular difficult conversation that you select.

For your convenience, a continental breakfast and catered lunch will be served each day of the workshop. Snacks, coffee and drinks will be available throughout the day.

This workshop is part of the Executive Certificate in Conflict Management and the new Advanced Certificate in Workplace Coaching.

Practical and Interactive Training

We offer intensive and interactive learning experiences for professionals and executives. You will participate in dynamic exercises and case studies. The concepts and approaches you will learn have proven successful in the real world, and can be applied immediately to your situation.

Who Should Attend?

The Dealing with Difficult People Workshop is designed for anyone who has to deal with difficult people or difficult issues.  Human resource managers, team leaders, managers, educators, consultants, police officers, customer service representatives and people who negotiate will all benefit from this workshop.

Personal Benefits

  • Learn more about your personality and the personalities of people you find difficult and how to interact more effectively
  • Learn why certain people push your buttons
  • Understand and recognize the six key themes that make conversations difficult
  • Learn to prepare effectively for a difficult conversation
  • Confront someone calmly and respectfully
  • Avoid common (but critical) mistakes
  • Become a better listener
  • Overcome the fears that lead you to avoid conversations
  • Know when and how to end a difficult conversation
  • Promote joint problem-solving around a difficult issue
  • Deal with a variety of difficult people with more skill and confidence

Organizational Benefits

  • Minimize the loss of productivity and morale caused by interactions that were handled badly or conflicts that were avoided and allowed to fester
  • Achieve more effective interaction among employees
  • Maintain and repair workplace relationships
  • Deal with problem employees in new and helpful ways
  • Improve the ability of your staff to manage and lead others effectively
  • Inject confidence in your staff by providing them the tools and ability to have difficult conversations productively
  • Make your customers feel like partners
Faculty of Law Seal

Graduates receive a certificate from the University of Windsor Law School.

This course should be mandatory. You quickly learn why frustrations occur in the workplace and at home and learn how to eliminate them…or at least calmly understand the root of them.

– Mike Carney, Bell, Toronto, ON, Canada

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Upcoming Sessions

CANADA

Course
Dealing with Difficult People Workshop
Date
Oct 18 - Oct 20, 2017
Location
Toronto, ON, Canada
Course
Dealing with Difficult People Workshop
Date
Dec 6 - Dec 8, 2017
Location
Toronto, ON, Canada
Course
Dealing with Difficult People Workshop
Date
Feb 12 - Feb 14, 2018
Location
Ottawa, ON, Canada
Course
Dealing with Difficult People Workshop
Date
Mar 5 - Mar 7, 2018
Location
Toronto, ON, Canada
Course
Dealing with Difficult People Workshop
Date
Apr 4 - Apr 6, 2018
Location
Kelowna, BC, Canada
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BARBADOS

Course
Dealing with Difficult People Workshop
Date
May 9 - May 11, 2018
Location
Bridgetown, Barbados

BERMUDA

Course
Dealing with Difficult People Workshop
Date
Apr 4 - Apr 6, 2018
Location
Hamilton, Bermuda

Trinidad & Tobago

Course
Dealing with Difficult People Workshop
Date
Nov 28 - Nov 30, 2018
Location
Port of Spain, Trinidad & Tobago